Frequently Asked Questions

What is e-commerce?		How do I get an MD Number?

How do I connect to the MDS e-commerce system?		How do I check the status of my order?

I have an MD number but I can't connect to the e–commerce site!		How do I return my empty gas cylinder?

How do I contact customer service? MDS Staples Advantage (formerly Corporate Express) Dell Fisher Scientific VWR Grainger Airgas - Support Airgas - Special Orders		How do I return a product? MDS Core Stock Fisher Scientific Staples Advantage (formerly Corporate Express) Grainger VWR Dell Computers

How do I change my password?		What is SWAP?

How do I order a vendor catalog?		Help, I forgot my Password/MD Number!

How do I order a record storage carton?		How can our department receive further training in person?

Does MDS charge for shipping?		What are Parent/Child accounts?

Why does my ship-to address say Verona? (Madison area customers only)		How can I split or reallocate costs between my funding?

What is e-commerce?

E-commerce is another way to describe online shopping. For MDS, e-commerce represents the system our customers use to purchase goods from our vendors in a single shopping experience.

How do I connect to the MDS e-commerce system?

Visit the MDS e-commerce site by visiting http://mds.bussvc.wisc.edu/order
Click the "Been Here" button.
Enter your MD Number (eg: MD12345) and your password. Passwords are case-sensitive.
Click the "Enter" button.

I have an MD number but I can't connect to the e-commerce site!

1. Are you entering your MD Number correctly? The format required is "MD12345
2. Check your internet browser. We strongly suggest you use Internet Explorer for our e-commerce system.
3. Still no luck? Contact MDS customer support at mdscsr@bussvc.wisc.edu, 608-497-4400 (press 1 when prompted).

How do I contact customer service?

MDS When to contact them: Issues with MDS Core Stock orders When you don’t know who else to contact mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted.) When e-mailing, please reference your MD Account number if possible.		Staples Advantage (formerly Corporate Express) When to contact them: Issues specific to Staples Advantage (formerly Corporate Express) orders When calling, reference account numbers: “11925989” or “FKA 954741” to help the account representatives locate your order UofWISupport@Staples.com, 800-511-3245 (7AM – 7PM)

Dell Whitney Roessler – Account Representative When to contact her: Issues specific to Dell orders 800-695-8133 x7287343		Fisher Scientific Nicole Huntley – Dedicated MDS Support When to contact her: Issues specific to Fisher Scientific orders and price quotes. u.wisconsin@thermofisher.com, 608-497-4400 x4410 (7:45 AM – 4:30PM)

VWR Customer Support: Carol Warner Account Representatives: Ed Weir, Clint Kisting When to contact them: Issues specific to VWR orders, price quotes. madison_support@vwr.com, 877-897-6377 X 121676 clint_kisting@vwr.com, 608-630-4750 ed_weir@vwr.com, 877-897-6377 x192072		Grainger When to contact them: Issues specific to Grainger orders eprocustomercare@grainger.com, 877-202-2592 Account Representative: 608-221-3862

Airgas - Support Alan Campfield – Account Representative When to contact him: Issues specific to Airgas orders 608-241-1440		Airgas - Special Orders Anna Jaterka – MDS Representative When to contact her: Inquiries regarding special orders, delivery inquiries, daily rentals. ajaterka@bussvc.wisc.edu, 608-497-4400 x4419

How do I change my password?

If you know your current password, log into the e-commerce site and click the "MD# Password Page" link on the red navigation bar on the left-hand side of the screen.

If you do not know your current password, contact MDS Customer Support mdscsr@bussvc.wisc.edu, 608-497-4400. For security purposes, we can only give password information to an account holder.

How do I order a vendor catalog?

Staples Advantage (formerly Corporate Express)
Enter the Staples Advantage (formerly Corporate Express) site via the MDS e-commerce system and add the following item to your order: CEIUSSU2009

Grainger
Visit the following website to have a catalog sent to you:
https://jacksongroup.grainger.com/CatalogRequest/ExternalRequest.aspx

VWR
Visit the following website to have a catalog sent to you:
http://www.vwrsp.com/catalog/request/index.cgi?tmpl=form_request

Fisher Scientific
In the MDS e-commerce site, type the following on the white search box on the top left side of the screen: “9999”.

How do I order a record storage carton?

In the MDS e-commerce site, type the following on the white search box on the top left side of the screen: “record storage”.

Does MDS charge for shipping?

Within the Madison area: On the UW-Madison campus, there is no charge for delivery. MDS also picks up returns, empty gas cylinders and outgoing UPS shipments at no charge. For non UW-Madison customers, there is no charge for delivery or pick up of returns in the Madison area.

Outside the Madison area: Orders are shipped via UPS and will incur a shipping charge. Returns are usually shipped at the vendor's expense. UW-Madison customers shipping their orders to other cities will incur a shipping charge.

How do I get an MD Number?

UW-Madison Customers: visit this website to complete the appropriate form www.bussvc.wisc.edu/mds/custform.html

Customers outside UW-Madison: please contact MDS Customer support to request a new account form. mdscsr@bussvc.wisc.edu, 608-497-4400 (press 1 when prompted).

How do I check the status of my order?

MDS offers resources inside the e-commerce system for order investigation. They’re located on the red Navigation Bar on the left-hand side of the screen.

Order Status
This page identifies pending orders. Orders appear here for one of two reasons:
1. An item is back-ordered. (Check the “Shipped” and “Ordered” columns. If the Shipped quantity is smaller than the Ordered amount, the item is back-ordered.)
2. The order is “in transit” between the MDS e-commerce system and the Vendor’s e-commerce system. (This does not mean the order is on hold. In some cases this information is processed after an order has shipped.)

Invoice Status
This provides a snapshot of your last 60 days of purchases. The information is presented in invoice form. Simply click on the invoice number to see a copy of the invoice.

What do I do with this information?

In all cases, we urge you to first check with the building dock to ensure your order hasn’t actually arrived without your knowledge. This is especially true with purchases that appear in the Invoice Status page.
If the item you’re waiting for is back-ordered, contact the vendor of that product to get a delivery estimate.
If you still haven’t received your goods and the order has been sitting in the Order Status page for more than 2 business days, please call MDS Customer Service to inquire.

mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted)

How do I return my empty gas cylinder?

Madison Customers: MDS will pick up your empty Gas Cylinders and return them for you. Simply visit the following website, follow the directions and complete the form: www.bussvc.wisc.edu/mds/GasPickUp.html

Please note we cannot pick up cylinders without caps. To obtain a cap, please contact the local Airgas Representative, Alan at (608) 241-1736.

How do I return a product?

Return policy for all Vendors

No restocking Fees.
Merchandise must be in original packaging in saleable condition, accompanied by a copy of the packing slip.
Returns must be received within 30 days of the original ship date.
Custom and Special orders are NOT REFUNDABLE. (This includes Scientific frozen/refrigerated items.)

MDS Core Stock Requesting a return: Contact MDS Customer Service at mdscsr@bussvc.wisc.edu or call 608-497-4400 (press 1 when prompted). Returning the item: Madison Customers: Copy the packing slip and label it clearly “MDS Return.” Tape it to your box and place it in the area where your MDS driver drops off goods. Contact MDS Customer Service to inform them of the return. Provide your address. Customers outside Madison: Ship the product back to… MDS (Returns) 1061 Thousand Oaks Trail Verona, WI 53593		Fisher Scientific Requesting a return: Contact the MDS Fisher Scientific representative to obtain your Return Goods (RG) number. Nicole Huntley: u.wisconsin@thermofisher.com 608-497-4400 x4410 (7:45 AM – 4:30PM) Returning your item: Madison Customers: Copy the packing slip and label the RG number clearly on it. Tape it to your box and place it in the area where your MDS driver drops off goods. Contact MDS Customer Service to inform them of the return. Provide your address. mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted) Customers outside Madison: Fisher will make arrangements.

Staples Advantage (formerly Corporate Express) Requesting a return: Contact Staples Advantage Customer Support to obtain your return authorization number. Have your packing list handy, as you’ll need your order number. 800-511-3245 (5AM – 5PM) UofWISupport@Staples.com (Email requests: include pack list #, items to return, a reason for your return, contact information.) Returning your item: Madison Customers: Copy the packing slip and label the return authorization number clearly on it. Tape it to your box and place it in the area where your MDS driver drops off goods. Contact MDS Customer Service to inform them of the return. Provide your address. mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted) Customers outside Madison: Corporate Express will make arrangements.		Grainger Requesting a return: Contact Grainger Customer Support to obtain your Return Authorization (RA) number. Customer Support: eprocustomercare@grainger.com, 877-202-2592, Account Representative 608-221-3862 Returning your item: Madison Customers: Copy the packing slip and label the RA number clearly on it. Tape it to your box and place it in the area where your MDS driver drops off goods. Contact MDS Customer Service to inform them of the return. Provide your address. mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted) Customers outside Madison: Grainger will make arrangements.

VWR: Contact VWR Customer Support or a VWR representative to process return authorization and shipment. Customer Support: Carol Warner Account Representatives: Ed Weir, Clint Kisting madison_support@vwr.com, 877-897-6377 X 121676 clint_kisting@vwr.com, 608-630-4750 ed_weir@vwr.com, 877-897-6377 x192072		Dell Computers: Contact the MDS Dell representative to process return authorization and shipment. Whitney Roessler: 800-695-8133 x7287343

What is SWAP?

SWAP is UW-Madison’s surplus redistribution wing. MDS shares an office and a warehouse with SWAP. To learn more, visit http://bussvc.wisc.edu/swap

Help, I forgot my Password/MD Number!

Contact MDS Customer Support mdscsr@bussvc.wisc.edu, 608-497-4400. For security purposes, we can only give this information to a listed account holder.

How can our department receive further training in person?

We can provide small or large group training sessions on efficient use of the MDS e-commerce system. Please contact Carrie Jensen directly at cjensen@bussvc.wisc.edu, 608-497-4404 to arrange.

Periodically, MDS hosts training sessions on campus as part of Purchasing Services’ “How to Purchase Goods and Services” workshops. Dates and times of upcoming sessions will be posted on our homepage.

What are Parent/Child Accounts?

Parent/Child accounts are a service provided to individuals who manage multiple MD accounts for their department. The Parent/Child account allows one individual to make purchases and to monitor the activity of any MD account they control. This is all done without disturbing the login process for the assigned MD account holder.

Parent/Child accounts are activated and updated by MDS staff. To request a Parent/Child account, please contact MDS Customer Service: mdscsr@bussvc.wisc.edu, 608-497-4400 (7:45 AM – 4:30PM, press 1 when prompted).

How can I split or reallocate costs between my funding?

Use the Pre-Posting Allocation Tool (PAT) to change or split the funding for MDS purchases before they are posted to WISDM. Transactions for each MDS account are posted in PAT on a nightly basis. Department representatives may then login to PAT and adjust/allocate the funding for those transactions. On the third business day of the following month at noon, transactions will be locked and further changes will not be allowed within PAT. After the transaction has posted to WISDM, you will need to use a Non-Salary Cost Transfer to reallocate the expense.

Why does my ship-to address say Verona? (Madison area customers only)

Madison area customers will see the correct street address and wrong city-state-zip showing on thier orders. The "Verona, WI 53593" address lines directs prime vendors deliver to MDS's Verona warehouse for distribution to customers' local street addresses.

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